***** ****** ****, #***, ******** Township, MI 48045
Business Analyst, IT Support and Customer Service Professional
Proven performer known for delivering high levels of service on behalf of clients and their customers. Recognized ability to create quality customer interactions through an ability to integrate processes, policies, and call center tools that generate customer satisfaction. Known for supporting a range of business analytical activities (reports and raw data) that resulted in process improvement. Known for advanced Excel reporting and Power Point presentations. Assembly and management of business requirements. Facilitation of cross organization meetings as liaison between functional and technical groups. Expertise includes:
Business Process & Data Analysis
Basic Project Management
Customer Relations Management
Quality & Process Improvement
Metrics & Reporting
Raytheon November 20, 2017-March 2018
Test and reviewed courses of products and services for large manufacturing companies, utility services and government training. Utilized SCORM Cloud as well as Microsoft formatting.
Robert Half for Art Van November 4-November 18, 2017
Temporary Contract Customer Service agent for Digital customer concerns for retail Furniture Company. Handled e-mail, live chat and occasional phone contact. Responsibilities also included handling processing customer order status and arranging with customer for pick up and/or delivery.
GLOBAL TECHNOLOGY for GM September 2016-January 2017 (end of contract)
Safety Analytics Analyst
Reviewed documented data evidence of vehicle concerns from investigation source to validate or repudiate potential of vehicle related safety issues. The issues source were from NHTSA (National Highway and Traffic Association) for multiline private vehicle use.
Comparing copious amounts of data from vehicle related records from various reports primarily from IBM Watson.
Maintain and review data and case logs within databases as document libraries.
ENTECH for DTE November 2013-June 2016
Senior Marketing Clerk
Review enrollment applications and cancellations for the Home Protection Plan at DTE. Maintain Payment Plan and for customer deliverables as determined by marketing campaign terms.
Audited invoices as payables and acted as liaison to vendors.
Consulted with customers to determine resolution of escalated concerns involving customer payable accounts.
Ran, reviewed and completed reports from Business Objects on weekly and monthly basis. Report data tracked response and results for marketing campaigns, this actual enrollment data reflected the success of current campaigns.
Conduct system testing to assure performance of system and logging of accurate data.
TEMPORARY & SHORT TERM ASSIGNMENTS September 2009- November 2013
As Purchase Closer, reviewed and balanced Settlement Agreements for residential home purchase/ refinance. Interact with Closing Agents to providing scheduling and closing information to residential clients. Audited documents for funding of loans.
Customer Service Level 11 providing Logistics’ support for VW dealers, client liaison support, inventory allocation and marketing. Tracked logistic of dealer inventory including shipments made via international deliveries. The international deliveries also involved dealing with Customs for several different borders.
Administrative positions including support as a TEKsystems training coordinator for VOIP phone systems, trainer/ coach and business liaison for small business endeavor.
ELECTRONIC DATA SYSTEMS (EDS), Michigan April 1998- August 2008
Built a track record of high performance supporting EDS General Motors accounts, starting with Chevrolet Customer Assistance and subsequent roles as Business Analyst, Project Team Leader and Global trainer
Compiled, analyzed and distributed metric reports reflecting performance and availability of hardware, software and satellite systems for the General Motors North America in Excel format. Focus compilation and maintenance documents in project flow. Created risk analysis Excel reports and provided scheduling technical documents for performance and process improvement.
Established protocol for trouble ticket both escalation and resolution to enhance client satisfaction.
Developed the procedures manual and training documents for Special Services and individual Marketing Programs. Hosted global teleconference for “Train the Trainer” sessions. Created and presented project training to ensure consistency across cross-functional teams. Training included EDS India Team (technical training), GM Card Call Center in Lima, Peru, India and Sydney Nova Scotia.
Conducted new hire training. Coached call center analysts for improved performance. Coached active call center analysts with adjustments and new material introduced
Monitored performance of call center for IT help desk support and customer services assistance response. Performed in calibration sessions measuring call center agent performance levels.
Maintained CRM role for the GM Card account from Excel reports reviewed and maintained customer earning and data of credit card activity.
Reviewed and processed high-profile escalated requests to GM Executives for GM Card (credit card) earnings adjustments. Analyzed and adjusted exceptions to policy for Private Marketing Programs
Subject Matter Expert for product and warrantee knowledge. Maintained vehicle allocation and special orders monitoring through factory production to inventory depot. Monitored delivery to dealer for order fulfillment. Resolved escalated logistical concerns including tracking delayed/missing vehicle shipments. Received praise for ability to solve problem by finding shipment to maintain quick delivery while maintaining communication with auto Transport Company, dealer and customer.
Provided regional and national call center support for Regional Managers, Dealers, customers and vendors for various accounts of GM North American in multiple aspects of GM automotive and IT
Quality Assurance Supervisor, 2000 Census TQA Account
Performed above leadership expectations as a call center Quality Analyst, demonstrating an ability to process a high volume of agent reviews, support calibration sessions, and deliver performance feedback
As Floor Supervisor, helped develop phone teams. Acted with a focus on coaching, performance management and employee administration
Provided training for call center analysts. Acted as coach to improve or raise performance to expected levels. Recognized for an ability to work well with individual CSRs
AUTONATION USA, Warren, MI March 1997- April 1998
Retail sales of multi-line pre-owned vehicles, provided product, and warranty information to customers. Conducted public group tours of dealership and service facility.
CHARITABLE / NON-PROFIT ORGANIZATIONS, Michigan 1989-2013
Received awards for successful campaign results. Acted as Team Captain and participant in fund raising campaign for Susan G Komen Race for the Cure, Juvenile Diabetes Research Foundation, Capuchin Soup Kitchen and other national charity organizations.
EDUCATION and TRAINING
Wayne State University, Detroit, MI: Bachelor of Fine Arts, Theater
Certification: Instructional Systems Design, Macomb County Community College
Extensive EDS training, concentrating on project management, technology and communications.
Toastmasters International: Competent Communicator Level. Skilled in presentation and evaluation.
CRM systems (both legacy “green screen” and OEM applications), Microsoft Office, advanced Excel, PowerPoint, Business Objects Tool and ACCESS. Fluent in Outlook, Lotus Notes, and SharePoint. Experience in IBM Watson used for processing Data Analytics.